December 26th, 2011 by Debra Gordon in Opinion
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One of the hot phrases in health care these days is “patient-centered,” as in “patient-centered hospitals,” “patient-centered practices,” and “patient-centered medicine.” For all of you out there working on creating such “patient-centered” systems, let me provide a bit of advice based on a recent experience my family and I had with Delta Airlines. For if you substitute the word “customer” for “patient,” you get what every business, whether in health care or not, should be focused on — the person receiving, nay, purchasing, their services. The ones you hope will return, again and again.
I’m actually writing this as I sit in the lobby of a hotel in Park City, Utah. It is a gorgeous day outside, crisp and cold, just perfect for the skiing my family had in mind when we booked this trip; it’s a short trip– just 3 days on the slopes before we head home — so every minute counts. Unfortunately, despite plenty of time sitting in airports yesterday (i.e., no tight connection), only 2 out of our 6 pieces of luggage made it here. Fortunately, one of those was the suitcase filled with skiing togs. Unfortunately, one of the missing pieces was my son’s new snowboard, also filled with all of his ski togs. So while my boys are out on the slopes (the snowboard kid wearing my ski clothes), I’m sitting in the lodge awaiting our luggage. It is nearly noon — half of the day gone, one-sixth, possibly one-third, of our vacation gone–and I have not yet set foot on the slopes. Sure, I could head over and buy all-new ski stuff. . . . but that isn’t the point.
The point is how this was handled. Read more »
*This blog post was originally published at A Medical Writer's Musings on Medicine, Health Care, and the Writing Life*
August 23rd, 2011 by Michael Kirsch, M.D. in Health Policy, Opinion
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A few months back, while we were on vacation in Washington, D.C., my 17-year-old son Noah sustained an injury at 1:00 a.m. I was asleep, but this is usually a few hours earlier than he typically retires. In our hotel room’s bathroom, he dropped a glass and then managed to step in the wrong place. A sharp shard sliced through the soft skin between his great and second toes. Blood was spurting wildly and he woke me up with a shout. He was spooked.
We gastroenterologists are experienced at stanching bleeding, although I was uncertain how to do so without some kind of scope in my hand. I reflected on my ACLS training, which is a comprehensive 2 hour course that my partners and I take every 2 years. In between those sessions, I neither think about nor practice any advanced life saving procedures. It doesn’t seem rational that a community gastroenterologist should be schooled in temporary pacemakers, when most of us haven’t interpreted an EKG in decades.
I still remember the fundamentals of life support, the famed A, B, Cs, standing for airway, breathing and circulation. I decided to apply this to the hemorrhage at hand.
Airway: the windpipe was open and functioning
Breathing: the kid was breathing
Circulation: BINGO!
After going through this brief but critical checklist, I now knew where to focus. Read more »
*This blog post was originally published at MD Whistleblower*
March 18th, 2011 by Emergiblog in Humor, Opinion, True Stories
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This is so wrong.
You can’t make this stuff up.
It seems an emergency department in Memphis, Tennessee is now taking online reservations for their services. Yes, you heard that right, you can now hop online and select the time you would like to be seen for your “emergency”. Just pay $15.00 and you can give your chief complaint, your medical history and your list of medications ahead of time, saving you time and trouble when you pop in with your pesky problem!
What if the problem is serious?
The computer won’t let you register and flashes a “Call 911″ sign at you.
But wait! There’s more!
If you are not seen within 15 minutes of your scheduled time, you money is cheerfully refunded!
I’m not kidding. Read more »
*This blog post was originally published at Emergiblog*
February 3rd, 2010 by Edwin Leap, M.D. in Better Health Network, Health Policy, Opinion
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I am very blessed. The hospital where I practice, while concerned with patient satisfaction, does not worship at its altar. That is, so far our administrators seem to understand that people will occasionally be angry or unsatisfied, and that such dissatisfaction is within the realm of real life. We still have people storm out of the emergency department, prattling on about lawyers and lawsuits, promising to go to another hospital in the future (which we heartily encourage). On the whole, we do a bang-up job of keeping the right people happy, and an adequate job of making the right people unhappy. Read more »
*This blog post was originally published at edwinleap.com*
